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EBB 342Quality Management & Control 

A s s o c . P r o f . I r . D r . C h e o n g K u a n Ye w

S c h o o l o f M a t e r i a l s & M i n e r a l R e s o u r c e s E n g i n e e r i n g

E n g i n e e r i n g C a m p u s

U n i v e r s i t i S a i n s M a l a y s i a

 EBB 342 Quality Management & Control 

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Please Take Note

Purpose of OBE

Course Structure

Teaching Schedule

Group AssignmentInvited Talk 

Test

 Attandance

Lecture Notes

 What to cover?

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 What to Cover?

Introduction to Quality Management & ControlManagement Aspect of Quality 

ISO 9000 SeriesProblem Solving

Quality Planning & AnalysisFocusing on Customers

Introduction to Statistical InferenceIntroduction to Design of Experiment

Sampling TechniquesIntroduction to Reliability 

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 Are youready to start?

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Introduction toQuality Management & Control 

A s s o c . P r o f . I r . D r . C h e o n g K u a n Ye w

S c h o o l o f M a t e r i a l s & M i n e r a l R e s o u r c e s E n g i n e e r i n g

E n g i n e e r i n g C a m p u s

U n i v e r s i t i S a i n s M a l a y s i a

 EBB 342 Quality Management & Control 

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Topic Outcomes

1. Define and discuss (a) quality and (b) quality 

management

2.Explain the importance of quality 

improvement.

3.Discuss the different dimensions of quality.

4.Discuss the evolution of modern quality 

improvement methods.

5.Discuss the role that variability and statistical

methods play in controlling and improving

quality.

 At the end of this lecture, students will be able to:

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Topic Outline

Introduction

Meaning of Quality & Management.

Quality Engineering Terminology.

Evolutionary Development of Quality Control & Improvement.

Statistical Methods for Quality Control & Improvement.

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Introduction

You are buying a loaf of bread for your breakfast. Thereare variety brands of bread in the market. How do youdecide which brand of bread to buy?

How can you make sure that the bread is safe toconsume?

Do you think you may use the same criteria to select thebread if it is not for you own consumption?

If the criteria are different, explain why.

Do you think your personal attitude and monetory statuscan influence your decision?

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 What had you learnt?

Characteristics / criteria

Decision making

 Attitude – personal value, feeling

Technical / Specification & Safety AspectMonetory vs Quality 

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Meaning of Quality & Management

 What is Quality Management?

Quality Manage

ment

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Bridging

People &

TechnicalRequirement.

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 What is quality?

The term quality has developed over time.

 Various interpretations.

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Examples:

Bread, Hand phone, World University Ranking.

Simple definition:

It is one of the most important factors for consumer to

selectselect a product (decision making criteria).

It is related to the desired characteristicsdesired characteristics of a

product.

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Meaning of Product

(1) Manufactured goods

Car, computer, hand phone, pen, table, etc.

(2) Services

Public transport, banking, telephone services, internet

provider services, educational services, etc.

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Judgmental Perspective (Transcendent quality) –

superiority/excellent (Rolex, BMW)

Product-based Perspective

User-based Perspective (Nissan – Datsun)

 Value-based Perspective (usefulness/satisfaction – price)

Manufacturing-based Perspective (conformance to spec.)

Integrating Perspectives on Quality 

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Quality Perspective in the Value Chain

Transcendentquality 

&Product-based

quality 

User-basedquality 

 Value-basedquality 

Manufacturing- basedquality 

Marketing

Design

ManufacturingDistribution

needs

Information flow 

Product flow 

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17The quality  of a product can be evaluated in

several ways using Garvin’s (1987) 8dimensions of quality .

“Competing in eight dimensions of quality – Harvard Business Review [Sept-

Oct, 87(6), pp. 101-109]” 

Quality is a multifaceted entity 

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8

Dimensionsof 

Quality

Performancehe product do the intended job?)

Reliability (how often does the product fail?)

Durability (how long does the produ

Serviceability Serviceability asy is it to repair the product?)

 Aesthetics(what does the product look

Featurest does the product do?)

Perceived Quality putation of the company or its product?) Conformance to Standa

(is the product made exactly as the desig

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Definition of QUALITY

K. Ishikawa:quality of work, quality of service, quality of quality of work, quality of service, quality of 

information, quality of process, quality of information, quality of process, quality of 

division, quality of people, including division, quality of people, including workers, engineers, managers, and workers, engineers, managers, and 

executives, quality of system, quality of executives, quality of system, quality of company, quality of objectives, etc.company, quality of objectives, etc.

A.V. Feigenbaum:Total customer satisfactionTotal customer satisfaction,

including attractiveness, reliability, serviceability,and maintainability.

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•Fitness for useFitness for use[Fitness is defined by customer]

•Degree of excellence(products must meet the requirement of the user 

Actual Quality)

Joseph .M. JuranJoseph .M. Juran

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Philip B. CrosbyPhilip B. Crosby

“Conformance to requirements.” [requirements may not fully represent what

customer wants]

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Noriaki Kano et al.Noriaki Kano et al.

Quality has two dimensions:(1)Must-be quality [near to “fitness for use” Actual Quality]

(2)Attractive quality [what a customer would love

Perceive Quality]

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American Society for Quality (ASQ):

•A subjective term for which each person has

his or her own definition.

•In technical usage, quality can have two

meanings:

•characteristics of a product or service

that bear on its ability to satisfy stated

or implied needs.

•product or service free of deficiencies.

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Stated: Technical requirements.

Implied: Not explicitly known

requirements; to be ensured by 

procedures & qualifications.

Deficiencies:Deficiencies: No disturbance of supply chainNo disturbance of supply chain

and no fail in application.and no fail in application.

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ISO 8402

The totality of features

and characteristics of aproduct or service that bears

on its ability to satisfy statedand implied needs.

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Quality is inversely proportional to variability(unwanted or harmful variability)

iabilityvar 

1

Qualityα

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 Variability 

Distribution of measured critical

characteristics.

Shifted from target.

Out of specification band.

 Within specification band.

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Specification Band

TargetLower Spec. Limit

(LSL)Upper Spec. Limit

(USL)

M e a

 s  ur  e d D a t   a

A

B

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Quality  RM/$

 Variability  Repair & warranty claims Rework 

 Waste time, effort, money 

Cheaper production cost

Profit

 Why do we need to reduce variability?

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Reduction of variability in processes and

products

Identify sources of variable Quality improvement methodology 

Quality improvement:

The reduction of variability in

processes and products

How do we reduce variability?

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ExcellentJust nice

Quality 

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Two general aspects

Quality of Conformance

Quality of Design

•Lack of formal education

•Less focus

•Conformance-to-standards

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ManagementManagement

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 What is “Management”? What is “Management”?

•Mary Parker Follet (1868 – 1933):

•The art of getting things donethrough PEOPLE.

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“action of measuring a quality on a

regular basis and of adjusting some

initial plan”

or

“the actions taken to reach one’sintended goal.”

Function of Management

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5 functions:

•Planning•Organizing

•Leading

•Coordinating

•Controlling

Henri Fayol:

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AttitudeRIGHT

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Importance of Organizational Structure

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Quality Management

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Quality Management

Quality Manage

ment

•

Set up and run a quality system to ensure conformanceto stated and implicit requirements and reach nodeficiencies.

•Get this done through your people.

•Set up and run a quality system to ensure conformanceto stated and implicit requirements and reach no

deficiencies.•Get this done through your people.

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Quality Engineering Terminology 

(1) Quality characteristics (critical-to-quality, CTQ)

 what are the elements users think of the quality of a product?

Garvin’s dimensions of quality.

2 scenarios

It is important to select characteristics that can be used to

represent the product quality 

 World university ranking

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42Physical(length, weight, voltage)

Sensory(appearance, color)

Time Orientation(reliability, durability, serviceability)

Manufactured Goods

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43Physical

(Staff student ratio, lab,

facility)

Conformance to standard(BEM, EAC, Washington Accord)

Performance

(citations, R&D,consultancy)

Aesthetics

(Campus location,surrounding)

Sensory/Perceived

Quality(peer review,

employer review,student review)

Service

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(2) Quality Engineering

  A set of operational, managerial, and

engineering activities that a company uses to ensure that the quality 

characteristics of a product are at a

nominal or required levels.

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(3) Statistical method

Tools to control and improve quality.

Classify data on quality characteristics as:  Attributes (discrete measurements)

 Variables (continuous measurements)

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(4) Specification Quality characteristics are often evaluated relative to

specification.

Requirement

Nominal (target) value,

Upper spec. limit (USL)

Lower spec. limit (LSL) – optional.

The results of engineering design process for a

product.

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(5) Nonconforming Products that fail to meet one or more of its

specification.

defective

(6) nonconformity 

 A specific type of failure

defect

A nonconforming productnot necessarily unfit for use

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48Evolutionary Development of Quality 

Control and Improvement Extracted from:

D. C. Montgomery, Introduction to Statistical Quality Control, 5th ed, Wiley, 2005, pp. 9-10.

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oIndividual craftsman.

oStandardized interchangeable parts.

oDivide work into smaller & more easily accomplished units.

o Assembly line; mistake-proof assembly concept;

self-checking, and in-process inspection (Ford).

o1st Standard Lab (UK).

oSystematic inspection/testing (AT&T).

oSupplier certification program.

oTechnical Inspection Assoc. (England).

o

Quality Dept. (AT&T Bell lab)oStatistical methods to control quality of electric

lamps (GE).

oDoE in Agricultural sciences.

oControl Chart concepts (Bell Lab).

1887

1900s

1907

1920s

1924

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o Acceptance sampling method.

oMinistry of Supply Advising Service on Statistical

Methods & QC (UK)oThe American Society for QC (ASQC).

oISO

oTotal Quality Control (Feignbanm)

oJuran & Gryna (Quality Control Handbook).

oQC circle concept (Ishikawa).

oNational Council for Quality & Productivity (UK).

oZero Defects (ZD) program.

oISO 1st quality systems standard.

oMalcolm Balbridge National Quality Award.

oMotorola’s six sigma initiative.

oSPC/QC courses in Engineering syllabus.

o American Society for Quality (ASQ).

1928

1946

1951

1957

1998

1960

1960s

1987

1989

1995

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DoE

ZD

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Statistical MethodsforQuality Control & Improvement

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53Statistical Methods for Quality Control

& Improvement

Measurement: assessment & metrics

3 major areas: Statistical Process Control (SPC)

Statistical Inference & Design of Experiments

 Acceptance Sampling

Objective: Systematic reduction of variability .

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(1) SPC

PROCESS

INPUT(raw materials,

components,subassemblies)

OUTPUT PRODUCT

•Measurement•Evaluation•Monitoring &•Control

…..

…..

Controllable inputs

x1 x2 xpx3

z1 z2 z3zp

Uncontrollable inputs

Process Monitoring Technique•Control Chart•Others SPC techniques

Corrective action & Reduced variability

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(2) Design of Experiments

Techniques to discover the key variables influencing

the quality characteristics of interest in the process.

  An approach to systematically varying the controllable

input factors in the process and determining the

effect these factors have on the output product

parameters.

Reducing variability Optimizing process performance.

Obtain significant breakthrough in process

performance.

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Off-line quality control tool

Often used during development activities and early 

stages of manufacturing

SPC on-line (in-process)

Identify a list of important input variables

Output quality characteristicsmodel

DOE,regression analysis, etc.

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(3) Acceptance Sampling (AS)

Closely connected with inspection and testing 

of product.

One of the earliest QC.

The inspection and classification of a sample of units selected at random from a larger batch andthe ultimate decision about disposition of the lot.

Modern QA system   less emphasize on AS

  more effort in SPC and DOE

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Typical evolution in the use of these techniques.

AcceptanceSampling

Process Control

Design of Experiments

0

100

% of Application

TimeMaturity

Phase diagram of the use of quality-engineering methods

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Application of quality-engineering techniques and the systematicreduction of process variability

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Effective monitoring & surveillance of a Process

On-line ProcessControl Tools

(SPC)

Acti it

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 Activity 

Develop yourDevelop your

own personalown personalquality quality 

checklist.checklist.

Suggested standards for a personal quality 

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S gg p q ychecklist. (Quality Is Personal: A foundation for Total Quality

 Management, 1993)

•Review class notes after each class.•Limit phone calls.

•No more than 10 h of TV per week.

•Get up promptly.

•Complete all reading assignment as due.•Plan by using a breif outline of what is to be accomplished

daily.

•Refer to daily plan each day.

•Stick to one subject at a time while studying.

•Don’t doggedly persist in trying to clear up confusing point.

•Don’t spend too much time on routine activities.

•In bed every night before midnight.

•

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Reflection

End of Topic